Head of Operations (MLS)

Job Title: Head of Operations (MLS)

Job Location: Liverpool, UK

Job Location Type: Hybrid

Job Contract Type: Full-time

Job Seniority Level: Director

Location: Liverpool (Hybrid 2/3 days in the office, and willing to travel to other offices when required)

Fletchers Solicitors Ltd have a fantastic opportunity to join our growing Team.

Purpose Of Role

To lead, build, and continuously improve a new and growing department responsible for the provision of independent, high-quality medical reporting for use in legal proceedings. The role has end-to-end accountability for medical records collection, expert panel management, expert coordination, and the timely delivery of accurate, compliant medical reports.

The role will drive performance, scalability, and continuous improvement working closely with the Managing Director to support growth, innovation, and operational excellence.

In Return We Can Offer

• Competitive salary
• 35 hours working week
• Bonus scheme (subject to targets being met)
• 35 days holiday a year including bank holidays and Christmas Closure, you also have an option to purchase up to 3 extra days’ holiday per year, until you long service award the 3 days after your 5th, 7th, and 9th full year of employment
• Pension scheme with tax-efficient salary sacrifice option
• Life Assurance Policy
• Medicash policy to cover some Dental, optical and other medical expenses
• Company sick pay
• Enhanced Family Friendly policies, for example Maternity, Paternity and IVF schemes
• Flexible, agile working environment with a positive work-life balance
• Varied calendar of funded company social events (check out Fletchers Group on LinkedIn)

About Medical Law Services- MLS

Our Medical Law Services (MLS) teams are at the forefront of delivering trusted, expert support to the personal injury and clinical negligence sector. We are committed to building lasting partnerships that help our clients navigate complex processes with confidence and ease.

We strive to redefine industry standards, leveraging our expertise, integrity, and innovation to support and deliver real value to our clients by providing a service that drives financial and operational success.

Our workplace culture is inclusive, informal, and supportive, with a strong focus on colleague wellbeing and happiness. We are proud to offer some of the best hybrid and flexible working arrangements in the industry — because we understand that balance drives performance.

We also value connection and collaboration. We create exciting opportunities for teams to come together and thrive. Whether you’re starting your career or aiming for leadership, you’ll find a clear path to progress and development here — from apprenticeships and professional qualifications to senior roles.

We reward those who help build our success and live our values. Our benefits package is designed to grow with you, offering real opportunities to share in our long-term strength. Our base pay and bonus structure is built to recognise and reward high performance.

Medical Law Services is an inclusive employer with a diverse workforce, which is why we welcome applications from all diversity groups and backgrounds. We’re committed to providing a culture and environment where everyone can thrive. We understand and celebrate that no colleague is the same. We’re proud of our work on the Disability Confident scheme, and we are signing up to other diversity standards to reflect our ethos.

If you would like to more, please visit our website

Main Responsibilities For The Role

Strategic Leadership & Growth

• Lead and develop the department to support business growth, service scalability, and evolving customer needs.
• Support the Managing Director of MLS in planning for growth, capacity, and future capability.
• Promote and support the adoption of evolving AI tools and digital solutions to improve efficiency, quality, and turnaround times.

Expert Panel & Reporting Oversight

• Manage and develop the expert panel, ensuring sufficient capacity and coverage across all required medical specialisms.
• Ensure all experts are compliant with Civil Procedure Rules and other relevant regulatory requirements.
• Provide strategic oversight of medical reporting, ensuring adherence to agreed timescales to prevent delays in litigation processes.
• Ensure accurate identification and instruction of appropriate expertise, working closely with legal customers.

Operational Performance & Service Delivery

• Lead and manage departmental performance against agreed targets, KPIs, and Service Level Agreements
• Manage instruction volumes effectively, anticipating peaks and ensuring appropriate resourcing.
• Identify operational risks and take proactive action to maintain service continuity and quality.

Performance Management & Insight

• Review and analyse management information to monitor team and service performance in line with customer and business objectives.
• Produce and present performance reports that drive strategic decisions
• Use insight, data, and trend analysis to drive continuous improvement across the department.

Continuous Improvement & Collaboration

• Work closely with the Managing Director of MLS to evaluate operational efficiency and improve processes in line with organisational objectives and growth targets.
• Lead or support improvement initiatives, ensuring changes are embedded and deliver measurable benefits.

The above list is not exhaustive of any other tasks, which may be required.

The Ideal Candidate Will Have

• Strong experience within a medico-legal, healthcare, or professional services environment.
• Proven experience leading and managing operational teams in a performance-driven setting.
• Highly motivated, organised, and proactive, with the ability to manage complex workloads.
• Strong analytical capability, with experience interpreting management information to drive improvement.
• Demonstrated success in delivering projects or service improvements.
• Proven track record of translating business requirements into meaningful KPIs and performance insight.
• Ability to influence and engage a wide range of stakeholders, including senior leadership and clients.
• Advanced proficiency in Microsoft Office and experience of databases
• Strong communication skills, with the ability to present information clearly, accurately, and professionally.

We reserve the right to close this role before the date specified depending on the calibre and volume of candidates.

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